Fette Infiniti - Service Center

Poor Customer Service at the Service Center. I took my previous Infiniti G35 to the Denville location for 11 years. They had two dedicated service agents that over time knew my name understood m I took my previous Infiniti G35 to the Denville location for 11 years. They had two dedicated service agents that over time knew my name understood my car and would provide me with recommendations to save money. My service experience was EXCELLENT! My I decided to lease my Q70L from Fette I was assured that Fette service would be equal if not better than the Denville location. The service quality at Fette Infiniti is unequivocally poor. Actually, its quite awful. The person who answers the phone for service has changed seemingly every quarter over the past 3 years. I'm lucky if I call the service department and someone answers the phone. My call usually gets bounced back to the sales front desk only to be transferred again to a service agent - at which point I get voicemail. I work in NYC and cannot make it to drop off/pick-up my car and the loaner car until after the service area closes. Each time I tell the service agent this, they tell me this is not be allowed only to be overruled by the service agent familiar with the situation (Todd). Shouldn't they get to know customers? Its frustrating to have to explain this every time. The woman at the service desk adds "0" value and often seems annoyed when asked any questions. I dropped off my car on a Tuesday for its 30K mile service checkup. I picked it up on Saturday and the car didn't looked washed. No temporary paper floor matts were put down. Instead the driver-side floor matt was turned upside down. The car wasn't vacuumed, the rims were dirty and all the floor matts were dirty. I had replaced a tire and had the wheels rotated. One of the caps on covering the air intake valve was missing. How could this happen when the techs rotated all the wheels? By contrast at Denville, they put plastic on my seats, they put temporary paper matts on top of my matts, the car was thoroughly vacuumed and the outside wash was perfect. I hated paying for the whatever needed to be done, but was ALWAYS pleased to get my car back knowing they took such great care in cleaning car. Please understand, I generally keep a very clean car (no eating/drinking allowed). For Denville to return my car in better shape than when I left it was quite an accomplishment. I had a tire replaced on another occasion, rather than check the tire pressure on all the tires the service techs just replaced the tire and didn't check the tire pressure of the other tires. A couple of days after getting the tire replaced the tire air pressure warning came on. The tire simply needed more air. Why didn't the techs check all the tires? Too lazy? Too busy? I haven't had my windshield wipers changed in 3-years. Has anyone from Fette Infiniti bothered to let me know if I need wipers? I guess I better check myself. Its as if the techs at Fette Infiniti ONLY do what is required - beyond that they seemingly don't care. Fette is ~5-6 miles from my house. But, at this point I'd rather drive the ~15 miles and go back to Denville The worst part of Fette Infiniti is the service area. Poor customer service (e.g. agents, voicemails), poor service (e.g. failure to check tire pressure of other tires, no new wipers, no cap for air valve, etc,). I guess the best part is the waiting area. More

I love the service here The service here is just first class! Even when it’s busy, they take their time with you. You really feel that your car is being cared with love. And The service here is just first class! Even when it’s busy, they take their time with you. You really feel that your car is being cared with love. And they have the best coffee ever! More

great experience Appointment occurred on time. Staff was professional with just the right amount of warmth. Waiting area was well appointed , many of amenities and ext Appointment occurred on time. Staff was professional with just the right amount of warmth. Waiting area was well appointed , many of amenities and extremely clean. More

Air Conditional and Air Bag. Do Yours great job and excellent customer services and also changes my air bag and check couple issued Thank You all yours help very professional. Do Yours great job and excellent customer services and also changes my air bag and check couple issued Thank You all yours help very professional. More

It was more than I expected (work wise). However, the exce Honest and excellent service shop. My car is always running like new after I get it service by you guys. What more can a person ask for. Honest and excellent service shop. My car is always running like new after I get it service by you guys. What more can a person ask for. More

Trans Troubkle Car was jerking badly. Brought in for Service. Car was there on e week due to no tool ,no trans fluids in stock had to get from Mercedes??? Car ONE Y Car was jerking badly. Brought in for Service. Car was there on e week due to no tool ,no trans fluids in stock had to get from Mercedes??? Car ONE YEAR OLD !!!! Never was told at sale that this car was made by Mercedes and the entire inside is Merecedes Parts More

very bad it is the worst service i had ever.They make me wait 5 hrs for a oil change and breaks pads.never going back there. it is the worst service i had ever.They make me wait 5 hrs for a oil change and breaks pads.never going back there. More

ALWAYS A GREAT EXPERIENCE. PROMPT AND CURTIOUS The service team ALWAYS gives you a true estimation of WAIT time and my car is always VERY clean after service I WOULD HIGHLY RECOMMEND THEM The service team ALWAYS gives you a true estimation of WAIT time and my car is always VERY clean after service I WOULD HIGHLY RECOMMEND THEM More

emission dash board icon stays on took my q50 in without appt and Joe valenti checked me I immediately. Advised my emission dashboard light/icon stays on. 1.5 hours later I got my ca took my q50 in without appt and Joe valenti checked me I immediately. Advised my emission dashboard light/icon stays on. 1.5 hours later I got my car back nicely washed and the emission light/icon had disappeared from my dashboard. Yay. BUT, the next day the light was was back on and we hadn't gotten gas or opened the gas cap or anything. Major Ugh. Will be calling again. More

great Service was great and service advisor was very attentive. They have added a few new features such as the Ipad and scheduling which I think takes away Service was great and service advisor was very attentive. They have added a few new features such as the Ipad and scheduling which I think takes away from the personalized care I am used to. More